Interpreter Services 005-04010000

Interpreters help customers who speak a language other than English conduct their business.

The benefits of using an interpreter include:

• improved customer and staff experience
• greater accuracy in the information recorded
• fewer customer debts or compliance issues
• less re-work or time resolving issues

If the customer needs an:

• immediate telephone interpreter
• Indigenous language interpreter

If the customer is deaf or hard of hearing and needs an:

• immediate interpreter, explore their nominee arrangement, or see Using the National Relay Service (NRS)
• interpreter for booked appointment

For an overview or help on how to offer and work with interpreters, see Language Services and Guidelines for using interpreters.

Services Australia prefers the use of qualified interpreters. The use of a customer's friend or relative as the interpreter is actively discouraged. This avoids potential problems with language competency, impartiality, content integrity and confidentiality.

Staff are encouraged to provide feedback about their experience using interpreters.

Feedback helps identify how services can be improved. It can include the quality of the phone line, the interpreter's performance and professionalism, complaints, compliments, or system issues.

To provide feedback, see the Resources page, Forms (staff) > Interpreter feedback form.